At a Glance
- Tasks: Lead service design to enhance customer journeys and digital experiences.
- Company: Join Nest, a forward-thinking company focused on human-centred design.
- Benefits: Flexible working options, learning opportunities, and a supportive team environment.
- Other info: Collaborative culture with opportunities for career growth and skill development.
- Why this job: Shape meaningful customer experiences and drive innovation in service design.
- Qualifications: Experience in service design with a strong portfolio showcasing human-centred methods.
The predicted salary is between 60000 - 75000 £ per year.
We're looking for a Service Design Lead to help shape and refine Nest's end-to-end services and digital experience. You'll apply human-centred design and strategic thinking to bring clarity to complex journeys across multiple channels, ensuring they feel coherent, inclusive and grounded in real customer insight. You'll work closely with product, design, technology and proposition teams to embed evidence-based design and customer-led thinking into how we define, design and deliver solutions. If you're motivated by meaningful purpose, passionate about human-centred design, and skilled at bringing clarity to complexity and shaping future‑focused CX and services, we'd love to hear from you.
Deliverables
- Analyse, define and improve end-to-end customer journeys based on customer and business insights.
- Develop and lead the service design strategy to identify opportunities for service improvement and innovation.
- Produce and own end-to-end journeys, service blueprints and user flows across our public website and member portal for as-is and to-be state.
- Ensure product development and service creation is in line with our design principles and service vision.
- Collaborate with cross-functional teams in Product, Research, Design, Tech, Marketing and Proposition to deliver joined-up, customer-centric solutions that address real user needs.
- Design and facilitate workshops to align stakeholders, develop ideas and concepts, and influence decisions.
- Create storyboards and prototypes to communicate design concepts and end-to-end service solutions.
- Create performance metrics and dashboards that demonstrate service impact and service effectiveness.
- Build continuous improvement plans and recommendations based on design audits and service evaluations.
- Support the wider design team in developing better processes and elevating design maturity.
Learning & Working Flexibility
At Nest, you'll have access to a range of learning opportunities to learn, grow and build the skills you need to be successful in your role and career.
Flexible Working
- Hybrid of office (Canary Wharf, London) and home working (expectation to attend office once-twice a week, or more, as required).
- Reduce or vary working hours.
- Reduce or vary the days worked.
- Work compressed hours.
- Job share.
Qualifications
- Significant experience leading and delivering service design and product design preferably within a regulated business or design agency/consultancy supporting a regulated business.
- Strong understanding of end-to-end service design and use of relevant tools and best practices e.g. Figma, Adobe XD, Miro.
- Familiarity with customer service platforms e.g. CRM systems and operational platforms.
- Understanding of multi-channel service delivery and omnichannel customer experience.
- A portfolio of work that demonstrates applying HCD methods that drive measurable outcomes.
- Knowledge of accessibility, inclusive design and design standards and examples of applying this to your work.
Service Design Lead in London employer: Nest
At Nest, we pride ourselves on being an exceptional employer that champions human-centred design and innovation. Our flexible working arrangements, including a hybrid model based in the vibrant Canary Wharf, London, empower you to balance your professional and personal life while contributing to meaningful projects. With a strong focus on employee growth, we offer numerous learning opportunities and a collaborative work culture that encourages creativity and inclusivity, making it an ideal place for passionate individuals to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Service Design Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your best work in service design. Make sure it’s easy to navigate and showcases your human-centred design approach. This will help you stand out when you’re chatting with hiring managers.
✨Tip Number 3
Prepare for interviews by practising common questions related to service design. Think about how you can demonstrate your strategic thinking and ability to simplify complex journeys. We want to see how you can bring clarity to our services!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Nest.
We think you need these skills to ace Service Design Lead in London
Some tips for your application 🫡
Showcase Your Experience:Make sure to highlight your significant experience in service design and product design. We want to see how you've led projects, especially in regulated environments, so don’t hold back on those details!
Demonstrate Human-Centred Design:Your application should reflect your passion for human-centred design. Share examples from your portfolio that showcase how you've applied HCD methods to create meaningful outcomes for users.
Be Clear and Concise:When writing your application, clarity is key! We appreciate straightforward language that gets to the point. Avoid jargon unless it’s relevant to the role, and make sure your ideas flow logically.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Nest
✨Know Your Stuff
Make sure you’re well-versed in service design principles and human-centred design. Brush up on your knowledge of tools like Figma and Miro, and be ready to discuss how you've used them in past projects. This will show that you’re not just familiar with the concepts but have practical experience too.
✨Showcase Your Portfolio
Bring along a portfolio that highlights your best work in service design. Focus on projects where you’ve improved customer journeys or created impactful user flows. Be prepared to explain your thought process and the outcomes of your designs, as this will demonstrate your ability to drive measurable results.
✨Collaborate Like a Pro
Since the role involves working closely with cross-functional teams, think of examples where you’ve successfully collaborated with others. Share stories about how you’ve facilitated workshops or influenced decisions, as this will showcase your teamwork and leadership skills.
✨Ask Insightful Questions
Prepare some thoughtful questions about Nest’s current service design challenges or their approach to customer experience. This shows your genuine interest in the role and helps you understand if the company aligns with your values and goals.
